Customer Service Representative

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Provide outstanding customer service for rental therapy surfaces, bariatric products, field service personnel, and after-hours technical support for capital equipment.

• Act as the main point of contact for customer inquiries.

• Address basic product, technical, and operational questions while offering product information.

• Connect customers with Clinical Account Managers for inquiries related to billing, pricing, inventory, and orders.

• Maintain expertise in technical products through continuous training.

• Manage and resolve customer inquiries over the phone within designated skill areas.

• Comply with specific customer protocols.

• Identify, escalate, and assist in resolving call center, service, sales functionality, and customer-related issues.

• Collaborate with sales and field service teams to investigate and solve customer problems.

• Achieve or surpass quality, adherence, conformance, attendance, and departmental performance standards and metrics.

• Contribute to the value of customers, employees, and shareholders in a dynamic healthcare landscape.

• Report to the Customer Support Supervisor or Customer Support Manager.

⛳️ Requirements

• High school diploma or GED is mandatory.

• Successful completion of new hire orientation and product training is required.

• Must have flexibility to work on weekends and holidays.

• A minimum of 2 years of customer service experience is preferred.

• Experience in the healthcare industry is a plus.

• Strong written, verbal, interpersonal, and technical communication skills are essential.

• Proficiency in Microsoft Office applications is required.

• Ability to swiftly adapt to new technologies and systems, including Genesys Cloud, JDE, Salesforce, and other relevant tools.

• Strong analytical, organizational, and problem-solving skills are necessary.

• Exceptional attention to detail and accuracy is required.

• Capacity to multitask effectively and manage competing priorities is essential.

• Ability to thrive in a fast-paced environment is necessary.

• Must be a professional, team-oriented individual contributor who collaborates effectively with others.

• Applicants must have authorization to work for any employer in the U.S.

• Bilingual skills in Spanish are an advantage.

🏝️ Benefits

• Healthcare Insurance.

• 401K Retirement Savings Plan with employee contributions and company matching.

• Paid Time Off.

• Paid holidays.

• Parental Leave.

• Family and medical leaves of absence.

• Employee Stock Purchase Plan with discounted company stock.

• Medical and dental coverage starting on day one.

• Basic life, accident, short-term and long-term disability, and business travel accident insurance.

• Flexible Spending Accounts.

• Educational assistance programs.

• Commuting benefits.

• Employee Discount Program.

• Employee Assistance Program (EAP).

• Childcare benefits.

• Additional opportunities to earn sales incentive compensation.